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Conclusion summary: the device was sent to the karl storz assessment and repair department for inspection.During the technical inspection, the error description provided by the customer, "black / cannot see anything", could be confirmed.The examination revealed a broken lens system.Imaging is no longer possible due to the breakage.No further external damage is apparent.It is possible that the optics were subjected to mechanical overload, leading to the breakage of one or more imaging lenses.The damage is not attributable to a manufacturing or production fault.Analysis of the period in question, from (b)(6) 2023 - (b)(6) 2026, revealed a rate of (b)(4) based on total sales of (b)(4) units and one (1) complaint regarding this fault.The above investigations did not reveal a root cause related to the labelling, the device, or its history.All production-related quality checks were passed, and no non-conformities were identified in the device's manufacturing records.The labelling was found to contain adequate instructions and warnings.The complaint history did not reveal any pickup in similar complaints; no trend was identified.This event is filed under internal complaint id (b)(4).
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