My video shows waiting for fixture, but the ticket subject says robot fault. I used fault as a general word, without knowing whether the controller had raised one.

Correct the subject. Keep the displayed wording. Which program step is active?

I did not capture the active step. The video only shows the main station display. I have asked maintenance how to collect the step alongside it.

Does the video show the fixture itself, Owen, or just the screen? I cannot picture whether the connector has been placed or is still held.

Connector is held above the fixture. You can see that, but the fixture latch is outside the frame. I will describe that limit rather than claim the latch was closed.

Include the fixture identifier and the installed program revision with that occurrence, so support can read the active step against the same setup you filmed

Who can collect those details on the other shift?

Our shift lead has access. I have written a short capture note with maintenance so it does not depend on me being there with my phone.

Ask support which input their technician expects at that step. Don't guess the mapping.

And give them a time for the occurrence, because a folder of messages from the same machine is not much help if nobody knows which pause belongs to which entry.

A new occurrence has the step, station message, fixture identity and time captured together. Sent to the technician. No cause claimed in the update.

Did the technician confirm receiving that newer evidence?

Yes. They have named the fixture-ready input they want compared with the installed mapping. Our integrator is checking that request before collecting a trace.

Thanks for posting the response; put the technician's requested trace window in the shift note as well, so the next capture includes the part of the sequence they need

I have added it. This is still unresolved, but we have a specific check and a named technical contact now instead of another unexplained clip.

Keep the older video too. It may show a different case once the new one is understood.