Subject: SDW 5015, DT400 DTZ(XD)W-2Y(WH), Base station is dead
From: EPOS Global Support <[email-masked]>
Cc: Marika Fujita <[email-masked]>
Date: Fri, 30 Jul 2021 03:41:20 +0000

You are registered as a CC on this support request (125910). Reply to this email to add a comment to the request.

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Matthew Broadley, Jul 30, 2021, 3:41 UTC (private)

**_CLOSING STATEMENT_**

**Problem**: SDW 5015, DT400 DTZ(XD)W-2Y(WH), Base station is dead
**Solution**: Does not affect market FW.

Closing case.

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Matthew Broadley, Jul 23, 2021, 4:10 UTC

Dear Hiroshi-san,

This issue has been discovered to be related to SR3 and will be resolved upon the release of SR4.
Unfortunately, I'm unable to provide a release date at this time. We can further discuss this issue during our meeting next week.

We hope you have a nice day!

Kind regards,
**Matthew
EPOS Global Technical Support**

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Christopher Kurek, Jun 21, 2021, 13:20 UTC (private)

Please inform sales: The issue is related to SR3. It is fixed onces updating to SR4 and following. It should not occur on the market firmware.
For further information please check the Jira and close this issue.

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Matthew Broadley, Jun 15, 2021, 6:09 UTC (private)

**_NEXT ACTION_**

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

**What**: Investigation is ongoing.
**Who**: Quality to provide further updates when available.
**When**: 22/06/2021​

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Matthew Broadley, Jun 8, 2021, 3:40 UTC (private)

**_NEXT ACTION_**

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

**What**: Investigation is ongoing.
**Who**: Quality to provide further updates when available.
**When**: 15/06/2021​

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Matthew Broadley, Jun 1, 2021, 6:43 UTC (private)

**_NEXT ACTION_**

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

**What**: Sales informed of Quality's findings. Confirmed that no further samples are available. Fix unable to be included in SR 5.

**Who**: Quality to provide further updates when available.
**When**: 8/06/2021​

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Matthew Broadley, May 25, 2021, 4:08 UTC (private)

**_NEXT ACTION_**

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

**What**: Sales informed of Quality's findings. Confirmed that no further samples are available.

**Who**: Quality to provide further updates when available.
**When**: 1/06/2021​

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Matthew Broadley, May 18, 2021, 4:40 UTC (private)

**_NEXT ACTION_**

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

**What**: Sales informed of Quality's findings. Confirmed that no further samples are available.

**Who**: Quality to provide further updates when available.
**When**: 25/05/2021​

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Matthew Broadley, May 11, 2021, 6:09 UTC (private)

**_NEXT ACTION_**

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

**What**: Sales informed of Quality's findings. Confirmed that no further samples are available.

**Who**: Quality to provide further updates when available.
**When**: 18/05/2021​

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Matthew Broadley, May 5, 2021, 2:07 UTC (private)

**_NEXT ACTION_**

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

**What**: Sales informed of Quality's findings.

**Who**: Quality to provide further updates when available.
**When**: 11/05/2021​

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Matthew Broadley, Apr 27, 2021, 6:34 UTC (private)

**_NEXT ACTION_**

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

**What**: Sales informed of Quality's findings.

**Who**: Quality to provide further updates when available.
**When**: 04/04/2021​

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Matthew Broadley, Apr 27, 2021, 5:49 UTC (private)

The headset has entered into an endless loop due to the detction of LOW on P0[0} (UTX) pin during rising edge of nRST signal (As informed by RTX).
Klaus has done some measurements and observed that this is a poosibility when we dock the HS to Base. We get a short low pulse on both nRST and UTX pins when we dock pp to Base.
And in my view this is not an expected behavior.
In communication with Klaus from Hardware team in this regard.

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Matthew Broadley, Apr 20, 2021, 3:49 UTC (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, Apr 13, 2021, 3:52 UTC (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, Apr 9, 2021, 6:38 UTC (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, Mar 17, 2021, 10:11 UTC (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, Mar 9, 2021, 15:13 UTC (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, Mar 3, 2021, 13:22 UTC (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, Feb 22, 2021, 15:48 UTC (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, Feb 16, 2021, 11:16 UTC (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, Feb 11, 2021, 15:16 UTC (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, Feb 8, 2021, 9:35 UTC (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, Feb 8, 2021, 9:34 UTC (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, Feb 8, 2021, 9:21 UTC (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, Feb 8, 2021, 8:57 UTC (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, Feb 1, 2021, 9:32 UTC (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, Jan 27, 2021, 2:59 UTC (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, Jan 26, 2021, 12:10 UTC (private)

Hi **Marika Fujita**​ ,

Could you please ask for the desk phone model?

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Marika Fujita, Jan 26, 2021, 0:39 UTC (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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