Our tray-unloading package stopped with a housing still in the pocket. I sent the seller a phone clip and got a request for more information, which is reasonable, but not very specific. The clip shows the arm paused and the screen message. It does not show which program step led there, and the operator had already acknowledged the message before I arrived.
I can ask our maintainer for the saved history. I would rather send a useful occurrence than another minute of a stationary robot. What should the seller's technical contact identify first?
Can their technical contact identify the waiting step and its required confirmation from your installed package version? Ask which preceding events would distinguish the possible causes, rather than accepting an open-ended request for more footage.
They identified the tray-ready wait. The maintainer exported the history, but the beginning of this occurrence had already rolled out of the buffer. We can show the final state, not the transition into it.
Keep that gap explicit, and ask the maintainer to capture the required history promptly on the next occurrence; a new event should not be attached to the old clip as if they were one stop.
Agreed. We labelled the old clip incomplete. Technical contact specified tray-ready and the preceding step transition for the next capture, with the active job identity.
Yes. It shows tray-ready absent before the wait, with the job and tray identified. Support has accepted that occurrence and asked maintenance to compare the physical tray seating and confirmation arrangement.
The view shows the front latch, not the rear contact. Maintenance is checking both. I have left the ticket open rather than calling it a sensor fault from the signal alone.