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Follow up attempts were made to the customer, on (b)(6) 2025, to ascertain further details regarding the results in question, with no response.Per service maintenance record (smr) 886790, the field service technician replaced the reference sensor due to incorrect placement of tubing.The bun/heater and sample probe were also replaced.All qc passed afterwards.The technician could not determine the root cause of the reported issue.Per smr 887429, applications went onsite for a follow up visit and replaced the sensor card and calibrator pack.Linearity testing and a small sample correlation were performed with good results.Pre-analytical steps were reviewed with the customer per the instructions for use manual.Although the root cause could not be conclusively determined, a potential contributory factor may have been the pre-analytical handling of the sample.The issue is currently resolved.Dhr (device history record) reviews were performed on the reported analyzer and relevant consumables.No abnormalities or concerns were observed.The dhr's indicated the released product met all specifications.No further action is recommended at this time.Nova will continue to monitor for this or similar events.
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