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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, 07-jul-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 drawers 1 and 2 was failed.A field service engineer (fse) replaced drawer module controller to resolve the issue, configured and verified functionality.Then, the technical support specialist (tss) configured both cubie drawers #1 and #2 and they both opened successfully, the tss restarted the cubex application.The system functioned as intended after the field service engineer repaired the device.
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