Subject: SDW 5015, DT400 DTZ(XD)W-2Y(WH), Base station is dead
From: EPOS Global Support <[email-masked]>
Cc: Heta Nyrhinen <[email-masked]>, Marika Fujita <[email-masked]>
Date: Tue, 20 Apr 2021 03:49:31 +0000

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Matthew Broadley, 20 Apr 2021, 13:49 GMT+10 (private)

**_NEXT ACTION_**

**Product name**: SDW 5015 JP
**Number of Products**: 7
**Issue**: Headset is dead

**What**: Samples are now being sent to India for further input. Testing updating in a dense environment did not trigger the dead base.
Quality to provide an update.
**Who**: Quality
**When**: 27/04/2021​

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Matthew Broadley, 13 Apr 2021, 13:52 GMT+10 (private)

**_NEXT ACTION_**

**Product name**: SDW 5015 JP
**Number of Products**: 7
**Issue**: Headset is dead

**What**: Samples are now being sent to India for further input. Testing updating in a dense environment did not trigger the dead base.
Quality to provide an update.
**Who**: Quality
**When**: 20/04/2021​

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Matthew Broadley, 9 Apr 2021, 16:38 GMT+10 (private)

**_NEXT ACTION_**

**Product name**: SDW 5015
**Number of Products**: 10
**Environment**:  DT400 DTZ(XD)W-2Y(WH)
**Issue**: The base station is dead.

**What**: Testing indicates that the issue did not occur due to updating in a dense environment. Further investigation is ongoing.

**Who**: Quality
**When**: 13/04/2021​

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Vamsy Maddipati, 17 Mar 2021, 21:11 GMT+11 (private)

**_NEXT ACTION_**

**What**: No new updated from software team. Filip will setup 10 SDW JP devices for testing in RF chamber.
**Who**: Quality
**When**: 12/04/2021​

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Vamsy Maddipati, 10 Mar 2021, 02:13 GMT+11 (private)

**_NEXT ACTION_**

**What**: Software team has the devices now ready for debugging. Filip sent a follow-up asking for update.
**Who**: Quality
**When**: 15/03/2021​

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Vamsy Maddipati, 4 Mar 2021, 00:22 GMT+11 (private)

**_NEXT ACTION_**

**What**: Software team has the devices now ready for debugging. I will request Filip to make a follow-up if no response is received.
**Who**: Quality
**When**: 08/03/2021​

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Vamsy Maddipati, 23 Feb 2021, 02:48 GMT+11 (private)

**_NEXT ACTION_**

**What**: Hardware team is getting the device ready for debugging. No further updates.
**Who**: Quality
**When**: 01/03/2021​

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Vamsy Maddipati, 16 Feb 2021, 22:16 GMT+11 (private)

**_NEXT ACTION_**

**What**: Hardware team is getting the device ready for debugging.
**Who**: Quality
**When**: 22/02/2021​

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Vamsy Maddipati, 12 Feb 2021, 02:16 GMT+11 (private)

**_NEXT ACTION_**

**What**: Hardware team needs to investigate for defect. I will make a follow-up in SDW meeting.
**Who**: Quality
**When**: 15/02/2021​

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Vamsy Maddipati, 8 Feb 2021, 20:35 GMT+11 (private)

**_NEXT ACTION_**

**What**: Created the quality case and Filip agreed to investigate on Wednesday.
**Who**: Quality
**When**: 10/02/2021​

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Vamsy Maddipati, 8 Feb 2021, 20:34 GMT+11 (private)

Hi **Marika Fujita**​ ,

Please do not mix the cases. I have requested you to create new cases for the issues reported. Please create two separate cases for the two new issues below. If you keep doing
this, it will be impossible to track all of them.

Thank you for your understanding.

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Marika Fujita, 8 Feb 2021, 20:21 GMT+11 (private)

**_CASE SUMMARY_**

**Company Name**: Mitsuwa
**Contact person**: Hiroshi Nick Murata
**Email**: [email-masked]
**Product name**: SDW 5015
**Number of Products**: 10
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone
**Issue**: No power on the base station even switch is turn on.
**Current status**:
Murata san from EPOS Japan informed below:
JADE of our distributor in Japan showed huge concerns and they do not have the confidence to keep selling this product as is until all issues are resolved.

- Purchased 9 units last May 2019, after several months usage, one of base units is dead. No power even switch is one. In Jan, they found same problem on another one unit.
- Mr.Kamata has one unit, and another is being sent to us.
- Two units will be sent to Denmark for FA.
- Desk phone model :  NEC DT400 DTZ(XD)W-2Y(WH)

【Update from Kamata san on 2/8.】
Customer purchased 10 sets of SDW and there are 2 issues occurring :

① Unable to use the One set of HS is totally dead. It doesn't come back at all.（Same issue with #123150）

mic for all 10 sets of product. (Customer is able to hear the other party's voice, but other party unable to hear.)

② If there is an incoming call, the multifunction button lit up red and there is no connection between HS and BS. LED of HS does not light up.

- Out of 10 headsets 4 is facing the ①、② issues 4 to five times per day in a week.

- Check all firmware, radiofrequency, and voice quality.
In order to save the situation, some of the HS did not update FW and collected 3 headsets that often show symptoms.

- Customer set DIP 5 changed to down position (Narrowband)
The customer is confirming if the issue occurs if the wideband settings are changed.
It seems DECT issue, Kamata san is also asking, is it because of the DIP swich setting?

ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー
One set of HS is totally dead. It doesn't come back at all.（Same issue with #123150）

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Vamsy Maddipati, 8 Feb 2021, 19:57 GMT+11 (private)

**_NEXT ACTION_**

**What**: Created the quality case and Filip agreed to investigate on Wednesday.
**Who**: Quality
**When**: 10/02/2021​

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Vamsy Maddipati, 1 Feb 2021, 20:32 GMT+11 (private)

**_NEXT ACTION_**

**What**: Kamata posted the headsets to DK. They are on their way. I will check on 03/02/2021.
**Who**: Vamsy
**When**: 03/02/2021​

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Marika Fujita, 27 Jan 2021, 13:59 GMT+11 (private)

**_CASE SUMMARY_**

**Company Name**: Mitsuwa
**Contact person**: Hiroshi Nick Murata
**Email**: [email-masked]
**Product name**: SDW 5015
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone
**Issue**: No power on the base station even switch is turn on.
**Current status**:
Murata san from EPOS Japan informed below:
JADE of our distributor in Japan showed huge concerns and they do not have a confidence to keep selling this product as is until all issues are resolved.

- Purchased 9 units last May 2019, after several months usage, one of base units is dead. No power even switch is one. In Jan, they found same problem on another one unit.
- Mr.Kamata has one unit, and another is being sent to us.
- Two units will be sent to Denmark for FA.
- Desk phone model :  NEC DT400 DTZ(XD)W-2Y(WH)

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Vamsy Maddipati, 26 Jan 2021, 23:10 GMT+11 (private)

Hi **Marika Fujita**​ ,

Could you please ask for the desk phone model?

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Marika Fujita, 26 Jan 2021, 11:39 GMT+11 (private)

**_CASE SUMMARY_**

**Company Name**: Mitsuwa
**Contact person**: Hiroshi Nick Murata
**Email**: [email-masked]
**Product name**: SDW 5015
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone
**Issue**: No power on the base station even switch is turn on.
**Current status**:
Murata san from EPOS Japan informed below:
JADE of our distributor in Japan showed huge concerns and they do not have a confidence to keep selling this product as is until all issues are resolved.

- Purchased 9 units last May 2019, after several months usage, one of base units is dead. No power even switch is one. In Jan, they found same problem on another one unit.
- Mr.Kamata has one unit, and another is being sent to us.
- Two units will be sent to Denmark for FA.

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