Our FR10 intermittently stops unloading aluminium spacer blocks from a fixture. I reported it to our Alibaba seller 44 days ago and sent a phone video. They want more information. I can understand that, but what should I collect that would help a technical person investigate?
Send the exact on-screen message, the active job step and the occurrence time, tied to the video. Include installed software, program and fixture references now. Ask which supported log export they need; don't wait for another stop to establish the basics.
I've supplied the installed references. My original clip does not show the message clearly, so I've said that in the ticket and requested their log-export instructions. Nothing conclusive back yet.
Give the shift a capture plan too. Record what happened immediately before the stop and what the fixture was actually doing, using the approved observation procedure. A commanded release and a physically released block aren't interchangeable evidence.
That distinction is useful. I'll add it to the request for our shift lead. No new occurrence captured since my last message, so I still have an incomplete report rather than a diagnosis.