My video starts after the message was dismissed. It shows the stopped arm, not the cause. We have not changed the program since it was taken.

Keep the message visible at the next naturally occurring stop and note the time, fixture identity and installed revision, following your normal procedure rather than repeatedly provoking it for a better recording

We caught another occurrence. The message refers to receiving-tray confirmation. I sent that screen, the matching log interval and our tray fixture reference. Thanks, Naomi. Much less guesswork than my first clip.

Have they named the technician reviewing it, and does your own maintenance team know which confirmation the sequence expects before anyone decides the sensor itself is faulty?

I'd ask for those two answers in the same ticket, Ravi. A tray-confirmation message narrows the enquiry, but it doesn't tell you whether the input, fixture or sequence is wrong.