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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, 13-dec-2022 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 the device was not detected on the bus.The field service engineer (fse) inspected the station and identified a failed controller board in drawer 5.Multiple attempts were made to restore communication by disconnecting and reconnecting the serial bus cable; however, the controller board remained undetected and was unavailable for testing in the hardware test application.An attempt to reassign the drawer was also unsuccessful.The failed controller board was replaced, and the drawer was reconfigured.Following the replacement, the drawer was successfully detected and tested.Comprehensive testing was completed using the hardware test application, and inventory verification was performed by the customer.The drawer functioned as intended, and all testing was completed successfully.The system functioned as intended after field service engineer repaired the device.
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