Our imported UR5e connector loader pauses after the fixture closes. The screenshot in my seller support ticket says clamp open timeout, which does not match what I watched. They want another video. How do I establish which message actually belongs to the stop?
I once sent a screenshot of the last alarm while the station was waiting on something else entirely. Check whether your screen is showing an active condition or a historical entry before trying to explain the mismatch.
Top line was the oldest retained entry. The photo belongs to the right stop, but the selected alarm does not. Corrected the ticket and asked maintenance for the active sequence state.
What was physically in the fixture during the pause, Maya? I would include whether the connector had already been placed, as well as which message the screen selected.
Connector placed, fingers withdrawn. Fixture closed around it. I described the pause as after fixture closes, but left the completed placement out of the report.
I would add how long the station was unavailable on each occurrence. Not a diagnosis, I know, but our planner could not arrange cover when every report just said intermittent. We needed the interruptions separated rather than one growing total.
They were different on a teaching cell I covered too. A short interruption ate a whole class because nobody authorised to deal with it was available. The event itself and the loss of use both mattered. I would avoid squeezing either into one neat downtime number.
Yes, Ada, separate entries. I meant the time the station could not be used for the planned work, with the reason for waiting alongside it. Otherwise it sounds as though the equipment spent the whole interval producing the fault.
Support has asked for the active step and two named ordinary fixture inputs. Maintenance can capture them together. I've also added the stopped time and the wait for assistance as separate fields.
Who gets the capture when you're not there? You have done the hard work of narrowing the request; it would be a shame for it to sit in one person's phone.
They asked for the sequence around closure, including the lead-in. Maintenance set that capture up. It goes to the shared ticket mailbox, Luis, with the occurrence identified.
A repeat is captured now. Support says the station is waiting for a clearance input that has not changed. Maintenance is checking the relevant target arrangement. No repair confirmed yet.
Maya, can the next shift see that specific investigation on the handover? Otherwise someone will reopen your old clamp-open screenshot and send the whole thing backwards.