Autosampler issue

Hello,  we have an Acquity UPLC system with a Fixed Loop-Sample Manager module with MassLynx software with the Acquity UPLC Console interface.  The issue is that it would beep 3 times and indicate 'Rotary Tray not calibrated' message when loading an inlet method or trying the 'Wash needle' function. I have the procedure to complete the 'Calibrate Rotary Tray'. But it doesn't help. The message keeps coming back. It's not the Rotary Tray calibration issue. Customer service suggested that it could be hardware issue.  If anyone has encountered this problem before, could you please share your experience?  Which hardware it could possibly be?  The single button battery in the module has been excluded to be the cause of the issue. Thank you in advance.  
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