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The account reported finding generators not recognizing pads, and the customer has tried troubleshooting by connecting the same pads to multiple generators.Functional inspection was conducted with the provided sample, no issues have been found; 2 ea were received for investigation, the received items were used, one of the pads was folded in half, the other one was sticked to the packaging, the gel on the pad was also in bad condition, and both items were working properly when connected to the generator.Based on the complaint details, sample evaluation and investigation, the complaint cannot be confirmed.The vendor was notified and the dhr was reviewed; the production process was not the reason for this product quality complaint issue, there was no change in production process, and the review did not indicate any potential causes of the defect.There were no reports of death, serious injury, medical intervention, or follow up care.It has been determined that the reported event could cause or contribute to serious injury if it were to occur again.In an abundance of caution, this is a reportable event.If additional information becomes available this report will be reopened and reevaluated.This medical device report (mdr) is being submitted as part of retrospective review activities, which include review of historical data in accordance with regulations at 21 cfr part 803.The information included in this mdr reflects the information reasonably known to the manufacturer at the time of this retrospective review and submission.
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