Cannot tell support whether our spacer stop started at the tray

History retained. Application says waiting for destination. My video only shows the spacer and arm.

Who owns the destination tray signal? If the robot seller only supplied the arm package, this could sit in its queue while the person who wrote the tray logic never sees it.

Our integrator wrote that bit. I've added them to the ticket with the same occurrence attached.

Include what the operator saw at the tray, even if the answer is nobody looked. I've wasted time trying to align a phone clip with a log before discovering the clip was taken after someone had already moved the tray. It wasn't dishonest, just missing context. Mark any later reconstruction as later; don't let it quietly become the event everyone diagnoses.

Alex, agreed about the clip. Caleb, did anyone move the destination tray before filming?

Yes. Operator pulled it back to see the label. I'll add that; I hadn't asked him.

Then leave its original position unknown. Who will show the next shift what to preserve if this happens again? The ticket needs someone on your side too.

Caleb, ask the integrator to explain the destination condition in terms your operators can recognise. A signal name alone can leave you collecting another technically correct but unhelpful report.

Integrator found a mismatch between the tray label and the insert fitted beneath it. Wrong insert wasn't reaching the intended sensing position. Correct insert fitted and their repeat check completed without that wait. I'm updating the changeover demonstration. The old clip still can't establish the tray's original position.

Was the wrong insert something the operator could distinguish during changeover, or is the labelling part of the fix as well?