Which details connect a stop video to an FR5 support log?

Our FR5 pauses while putting plastic covers into a tray. I sent the seller we bought from on Alibaba a video, then a second one when they asked for details. Both show a stationary arm and me pointing at a cover. Fair enough, not much to diagnose. I can get the controller message and our application log from maintenance. What else needs to match so the seller can look at one actual occurrence instead of another unexplained clip? We still haven't got a cause