TKE Velino Upthrust

Anyone have issues with the upthrust device on the Velino units? We have several units at a large mall that continually get upthrust faults - sometimes multiple ones in a day. They have all been set and tested to 5 mm per code. We even went so far as to steam clean all the steps and apply a silicone spray on the risers to make sure the steps weren't binding up. None of our other service mechanics in other markets have heard of the issue, so we have to be missing something. Any help would be greatly appreciated.

use to have similar issue with 9300 at a mall...wound up being kids jumping up and down.

have you asked the Mall if they will help out with surveillance camera video?

We have seen a few videos showing strollers and kids messing around, but they don't always share the videos, and we have seen some where you really can't tell what happened. They did make a point to say that they didn't have these issues with the last service company. Our thought on that was that the last service company probably had it set incorrectly or never checked it. Funny story on that... our guys were doing clean downs on the escalators not too long after we took over service. They had steps out during the cleaning, and the mall management came by and said they had never seen that before. Go figure.