Subject: Re: 118761 - SDW headset pairing and connection issues
From: Marika Fujita <[email-masked]>
To: srak <[email-masked]>, "Vamsy Maddipati, VAMM" <[email-masked]>
Date: Mon, 11 Jan 2021 01:02:31 -0700 (MST)

Hi Sara and Vamsy, 

I had short meeting with Kamata san today and he said the defective item will arrive in Denmark today. 

I will share what Kamata san said: 

- This customer is having the issue with a total of 7 headsets which is not working with the BS. 
- He already sent 4 defective headsets to Denmark. ( FedEx #772570505276) 
- At first, the headset is working fine, but suddenly it stop working. 
- Customer is unable to update the FW of the headset however BS is getting updated. 
- Kamata san is wanting the issue of the headset is not connecting to the BS to be solved before the call getting disconnected issue. 
- If the issue is not happening with the new FW, he wants to update the FW before the product is shipped in the future. 

He wants the solution for the issues as soon as possible. Please check it once you got the defective headsets. 

Thank you! 

Best regards, 
Marika 

From: "Marika Fujita" <[email-masked]> 
To: "srak" <[email-masked]> 
Cc: "Vamsy Maddipati, VAMM" <[email-masked]> 
Sent: Friday, January 8, 2021 6:00:37 PM 
Subject: Re: 118761 - SDW headset pairing and connection issues 

Hi Sara and Vamsy, 

Thank you for the informtion. 

Regards, 
Marika 

From: "srak" <[email-masked]> 
To: "Vamsy Maddipati, VAMM" <[email-masked]>, "Marika Fujita" <[email-masked]> 
Sent: Friday, January 8, 2021 4:58:58 PM 
Subject: RE: 118761 - SDW headset pairing and connection issues 

Hi both, 

Kamata has informed that he will send us 2xSDW units. 

	

Best regards ​​ 

Sara Aknooni 
Project Manager 

Global Support and Service 
+45 4470 0124 

+45 7131 4960 

From: Vamsy Maddipati (VAMM) <[email-masked]> 
Sent: Friday, January 8, 2021 8:21 AM 
To: Marika Fujita <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]> 
Subject: RE: 118761 - SDW headset pairing and connection issues 

Hi Marika, 

For now, we have only seen one issue with a UK customer which I mentioned below. As for the Japanese customers, we do not know anything similar to this. Please align with Kamata and send the units back to Denmark for investigation. 

Thank you, 

Vamsy 

From: Marika Fujita < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 8. januar 2021 02:22 
To: Vamsy Maddipati (VAMM) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: 118761 - SDW headset pairing and connection issues 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Vamsy, 

Thank you for your support! 

May I know if this issue is with the certain lot for Japan or if other countries also facing the same issue? 

Hoping to hear from you soon. 

Best regards, 

Marika 

From: "Vamsy Maddipati (VAMM)" < [ mailto:[email-masked] | [email-masked] ] > 
To: "marika fujita ph" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "srak" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, January 7, 2021 5:21:21 PM 
Subject: FW: 118761 - SDW headset pairing and connection issues 

Hi Marika, 

Please review my email below and get back to me. Please align with Kamata. 

Thank you, 

Vamsy 

From: Vamsy Maddipati (VAMM) 
Sent: 5. januar 2021 13:09 
To: [ mailto:[email-masked] | [email-masked] ] ; Kensuke Kamata (KKKA) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: 118761 - SDW headset pairing and connection issues 

Hi Marika/Kamata, 

Regarding the headset not pairing to the base on the SDW issue, we have resolved it using the DECT Dongle (similar to BTD but with DECT technology) which is not available in the Japanese market yet. We put the headset in to GAP pairing mode and then paired it to the DECT Dongle, it worked. The headset is updated to the latest firmware via the DECT dongle. After that, we placed the headset on the base, and it paired to the base without any issues. Now we again tried downgrading the firmware and then put it on the base. It also worked again. So it seems to be some issue that is fixed after the firmware update. This of course is not what we expect the customer to do. This is just a workaround here for us. Unfortunately, we are not able to replicate the issue anymore. So we would like you to send the faulty headsets you have with this issue to us. Please refer it to VAMM and you can find our address in my signature below. We will investigate and let keep you updated. 

Regarding the other issue where customers reported loss of connection with the base, are the customers still facing the issue or is it fine now after the recommended settings? 

	

Best regards​​ 

Vamsy Maddipati 
Product Expert 

Global Support and Service 

+45 2552 5134 
+45 7242 0907 

	

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2Fen%2Fdk&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697203472%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=bXqh9ti8%2FFy1GcjX7rzUrhDx0qqLhp9JX8iyr6NfWoU%3D&reserved=0 | 
 ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697213466%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=zKK6TVjllXtv4i%2FdSa%2Fbf9dMXzcszkA6xTdV0ByyWTc%3D&reserved=0 | eposaudio.com ] · Follow us here 	

​ [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697213466%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ckOvHVTl18CiIXsvuEcqV6yRCXHUli1wnbsA5cqqXCs%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697223462%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=WGkf%2Fw0gNuKVZ5ulk3DqAPgeLPxrYOXdx4%2FjJe1286o%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697233455%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=IvZA7Cilv6%2FI6eE9q6jScHdlIJzt%2FrK8f0glbnxQhLw%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697233455%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=n2viYoj7IcVaY06EO0sWRe4Qj1QG%2BaIuYuEAIZfM7pI%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Csrak%40eposaudio.com%7C39b7f4ba2f87461a9c2f08d8b3a5f7e9%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637456872697243448%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=mFKtsfFVRGz%2FhLbTNKOD3Oj2lQt271CRG9WY0%2FtaZes%3D&reserved=0 ] 

​