Which screen would explain this UR5e unloading pause?

Yes, but the operator usually presses acknowledge before I arrive. We need to catch that first. I can see why my video wasn't much help.

Could the operator photograph the message before acknowledging it? Then you can send its exact wording with the time, rather than everyone trying to remember what it said afterwards.

We've agreed that. The last saved events mention a tray request, but I cannot tie them confidently to the filmed occurrence because I didn't record its time.

Keep those events available, but tell the seller that timing is uncertain. I once sent the right type of message from the wrong pause and confused the person helping us.

Does acknowledge actually clear anything, or is it just closing the message?

Closes the message window. The program often resumes afterwards, which we'd taken to mean the button fixed it. The operator says she hasn't checked whether the two happen together.

That could explain why nobody thought to read it closely. The next photo should at least give support the condition the program was reporting.

There's a clear view from the operator position. I'll use that; last time I zoomed in on the gripper because I had already decided it was the culprit.

Send the installed program revision as well. Support needs to interpret the message from your version, particularly if the cell has been changed since delivery.

Has anyone changed the program since you received it?

The integrator changed the tray sequence during commissioning. Revision is on the backup, so I've sent it and asked the seller whether their support person has that version.

They may have been reading the old sequence all along. Did they reply?

Any luck catching the actual message yet?

Caught it yesterday: waiting for tray exchange complete. The tray station was still finishing its own sequence. Seller also confirmed they had the pre-commissioning program, which hasn't helped this discussion.

There we go. Send that same occurrence's log too.

Have the integrator provide the current interface notes to support. They should identify when tray exchange complete is expected and what the program does while waiting.

Was that particular pause expected according to the integrator? I'm wondering whether some of your stops are simply the tray station taking longer.

That one was expected. We still have two older reports with too little information to explain. I'm keeping the ticket open for those and using the photo-and-time note from now on.