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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, 02-oct-2019 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 debris accumulation within the drawers, including foil medication packaging, loose pills, medication residue, and animal hair interfered with row board connections and drawer operation.The field service engineer (fse) opened all pockets in both drawers and removed foil packaging, loose pills, and other debris.Cleaned the row board contacts and removed medication residue and animal hair from the drawer assemblies to restore proper operation.The system functioned as intended after the field service engineer (fse) repaired the device.
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