Our connector-body tray job stops intermittently. I reported it to the seller we bought from through Alibaba sixteen days ago. The phone clip has an occurrence time and the installed versions attached, but it only shows the outside of the problem. Support wants more information. How do I turn that into a useful capture request?
What message or waiting condition is visible in that particular occurrence? I would separate what the operator saw from an explanation of why it happened. The latter may need information the video never recorded.
It stays at the fixture-confirmation step. The receiving position looks empty in the clip. No readable signal values. I have not called it a robot fault in the ticket.
Does the operator remember whether the connector had already been released? Empty receiving position and waiting for confirmation could get read in several ways. I'd keep their actual observation beside the clip, not translate it into a cause yet.
Ask the fixture logic's author what that step expects to confirm. An empty-looking position does not establish the ordinary input state the routine actually saw.
The operator says release hadn't happened. Original clip retained. Our local integrator wrote the fixture logic; they weren't copied into the seller ticket. I've included them now.
On an inherited system, our first useful trace began before the visible pause, because the missing event had already happened by the time somebody noticed the screen. Ask support which preceding transitions it needs, not just how long a video to send.
And preserve the distinction between the step's name and a measured condition. Something called fixture confirmed may be a program label, an input or somebody's summary. The integrator should explain which one your capture needs to show.
Who is coordinating the answer now? Seller support and the local integrator can each answer part of it without either asking for the complete evidence.
Fixture label is visible in the original clip and matches the occurrence note, Farah. Our maintenance lead is coordinating the two technical contacts. I've asked them to specify the ordinary signals and surrounding events needed, rather than send another general video.
Can the other shift collect that same set without you standing there? A short capture checklist with the occurrence identity would help. Leave any export or access work with the authorised technician, not whoever happens to notice the pause first.
We lost days once because everybody thought somebody else had sent the full file. I'd keep an attachment list in the ticket. Victor, has support narrowed the question yet, or only acknowledged the extra people? Those aren't the same update.
Val's preceding-event point is worth making explicit in that list. An export labelled stop trace may still start too late. Ask the technical contact to confirm the required interval rather than have the shift guess.
They have specified the interval and signals now, Felix. No cause agreed. Maintenance has the checklist and the existing files are listed in the ticket. Thanks Grace for the fixture-author question; that got us a request somebody can actually follow.
Keep the operator's release observation attached when the trace is reviewed. It is useful context even if the later signal evidence explains it differently.
Has a matching occurrence been captured since the checklist was agreed, or is that still pending? I would be interested in what the preceding interval shows, without expecting the first extra file to settle everything.