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Lumenis investigated the reported event by contacting the user facility directly.Attempts have been made by three (3) calls and one (1) email to obtain; patient treatment settings, patient information, patient photos, and sun exposure.No information has been provided by the user facility.An examination of the subject device by a lumenis technical engineer was done on the (b)(6) 2019.The engineer found the energy output of et handpiece was low by 50%.He then found that the chill tip had burn/debris on its surface.Also, he cleaned the chill tip, updated sw to latest version 4.31 according to tn-3100104.When he checked the hs handpiece he found burn/debris as well on the output window.He cleaned the window, calibrated handpieces, verified calibration is within lumenis spec.Furthermore, he verified spec alignment and system operation.Verified et handpiece passes wet towel test.Verified chill tip operation.The device was functioning according to spec.No device malfunction was reported or observed.Subject device malfunction is not the suspected cause of the event reported.A review of device labeling (um-1080310) states the following: warning: "the sapphire tip of the et handpiece must be kept clean during patient treatment.Foreign matter on the tip will get hot due to absorption of laser light and can cause epidermal injury and substantially increased pain." no clinical evaluation was done as no incident forms were provided to lumenis.While the information received to date does not confirm that a serious injury occurred, because of the lack of information regarding the chance of permanent impairment, the company is reporting the event in an abundance of caution.Based on the information provided the most probable root cause of the injury is a user error, a failure to follow um instructions.Device malfunction has been determined not to be the cause of the adverse event.Should additional information become available, the complaint record will be updated accordingly and a follow-up medwatch report will be submitted.
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