Our FR10 fixture-loading trial stops between picking a polymer sleeve and presenting it. I sent the seller we bought through Alibaba a video, but the pendant message is out of frame and I had already acknowledged it before taking a photo.
They have asked for more detail. I'd like to build a useful support case from the next observed event without asking the operator to repeat a fault just for filming
Capture the exact message and where the job stopped, using the normal reporting procedure. Include the job and setup versions, plus what happened just before it. A video can help with context, but the message is the bit support will probably need first.
The operator found a photograph from an earlier occurrence. It shows our application's 'part confirmation missing' message, not a controller alarm. I've corrected that description in the ticket.
That's already a better question. Which device is supposed to provide the confirmation, and does the application show its state when the stop occurs? Don't assume the arm caused a message about a missing part signal.
A fixture sensor supplies it through the PLC. The screen only shows the interpreted message. Our controls person is checking the existing trace to see whether the input and application disagree.
Send support that signal path and a matching event record when you have it. It gives them something they can discuss with your controls person rather than interpreting a sleeve paused in mid-air.
In a similar investigation we discovered the video and trace came from different stops; identify the exact occurrence on every attachment before presenting them as one sequence.
That nearly happened here. The old photo uses the previous job revision. It's now labelled background only. For the latest occurrence, the PLC input stayed false and the application reported that accurately.
So the evidence points upstream of the application message in that occurrence. Still doesn't tell you whether the sensor, presentation or wiring caused it. Has maintenance been given the same matched record?
Name one coordinator for the ticket. Otherwise maintenance, the seller and the controls person will each get a slightly different story and all three will ask for another video. Include who owns the next investigation step.
How did the inspection go? Particularly whether the sleeve was actually presented where the sensor should detect it. That distinction matters before anyone orders a replacement sensor.
Maintenance found a loose sensor bracket under the isolation procedure. They repaired and checked it, and the supervised trial has run without that message since. I'm coordinating the ticket now. We have an observed improvement, with longer monitoring still needed.
Include the repaired bracket and the trial scope in the support update. Your case now explains a specific failure path, although the limited run shouldn't be presented as proof that every intermittent stop is gone.