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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, 06-feb-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 this incident, it was determined that the patient records and associated orders failed to transfer.A technical support specialist (tss) accessed the station and executed the site down query, confirming that messages were current.There were no critical errors identified in health sight viewer (hsv).Upon reviewing a sample patient, it was found that the individual was admitted but the transfer message had failed to process.The customer was informed that all messages were current, and a re-send of the transfer message was requested.The sample patient was subsequently transferred to the unit under pre-admit status, resolving the issue.The system functioned as intended after the technical support specialist troubleshot the device.
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