Fault video starts after the useful bit

The shift note has no message, only stopped after change. I can ask the operator when they return, but I should not guess from the video.

Can the event export be matched to that video's time? That might recover the message without relying on someone's memory of a busy shift.

The phone time and controller time differ by several minutes. I have found three events around the note, so I cannot select one confidently yet.

Send all three with the clock difference explained. A neat report containing the wrong event is worse than a slightly untidy one showing uncertainty.

Do your operators have somewhere to note the displayed message before anyone acknowledges it, so the next report doesn't begin with a blank screen?

Our sheet has a downtime reason but no field for the screen text. I can add that to the reporting instructions, along with the machine and phone times.

Keep it short enough to use on shift. What is the one screen they can photograph from their normal safe position?

That sequence would help. The phrase after change can cover several different actions.

We spent money on a sensor before matching the fault time properly. Give support the original export too; a cropped screenshot can leave out the event that explains the next one.

Has the seller acknowledged the export? I'd ask whether they can identify the event before requesting more footage.

They have it. The operator says the tray change was requested at the panel and the stop happened during the following cycle, not during the change itself. That corrects our original description.

Useful correction. Have you sent those exact words back against the same ticket?

And which screen will the operator photograph next time, once you've settled that with them?

The normal message screen is visible from the operator position, so that is the agreed photo. I sent the corrected sequence. Support found an external-condition event in the export, but still cannot tie it uniquely to our video.

So the cause is still unknown. Better report now, though.

Yes. Don't let external-condition become shorthand for bad sensor in the purchasing conversation; it is not a component diagnosis.

What has support asked for next? Hopefully something your revised shift record can actually capture.

Message, active step and event export from the same occurrence. We have not had another one yet. I have left the ticket open and corrected the description so it no longer says tray-change fault.