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The end user reported while loading a patient into the ambulance, the crew was having difficulties locking the stretcher into the fastener.It was decided to unload the stretcher from the ambulance to better assess the situation.After lowering both sets of legs to the ground and releasing the stretcher from the safety bail, the head end of the stretcher lowered unexpectedly.The stretcher was then lowered to its lowest position and the patient was assessed.The patient was not injured as a result; however, a backup ambulance was called to complete the transport on another stretcher.Afterward it was discovered the manual release cable had come loose and was being pinched by the actuator movement resulting in the unintended movement and inhibiting the ability of the legs to fully retract for locking into the fastener.A video conference was held with manufacturer's technical support team and the reported issue was confirmed.The technical support team provided instructions on how to properly route the manual release cable to keep it from pushing into the actuator during operation.A replacement manual release cable was provided to the customer.
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