I can read the FR10 waiting message in our clip and match the connector tray, but the recording begins after the stop. Support wants the preceding transition. I may have it in the station log, though its clock differs from the phone.
Keep the original file and ask the technician to compare the two clocks before choosing a log interval. Then provide the readable message, job step and installed tray identity with that occurrence. A forwarded clip's time may add another unrelated timestamp.
Show both candidate intervals to the technician rather than choosing the cleaner one. Does the operator remember a tray change or another visible action that could distinguish them?
The operator remembers it was after the tray change. The changeover note identifies the insert, but I need the clock comparison before calling the later event the match.
That is useful supporting context. Keep the insert identity separate from the event-time question, so a confident hardware match doesn't quietly settle which stop the video shows.
And ask support how much preceding history they need. A longer export is only useful if it contains the transition they are trying to interpret, not merely more minutes of waiting.
The technician matched the original file to the later stop after comparing the clocks. Support wants the receiving confirmation before the wait, which is included in that saved interval.
Send the matched interval with the confirmation's definition and source if available. The same short name can mean a different condition to the PLC author and to the person writing the support reply.
Has support explained the wait from that interval, Caleb? It would be useful to hear whether the extra history answered its question or exposed a missing signal.