No fault message. The program shows a wait for the next tray, which is already physically present.

Then show what the application means by next tray, alongside the fixture input names. Physical presence may not be the only condition in that wait.

The capture shows tray present but no exchange-complete acknowledgement. I have added the job revision and input map.

Who owns that acknowledgement in the supplied package?

Aisha's question matters. I'd ask for the expected exchange sequence from whoever wrote it, including how an incomplete exchange is handled. Guessing from one missing bit can send the request to the wrong person.

Seller confirms the tray application owns it. Their controls contact has the capture, not just sales now.

Does that person have the exact application version too?

Yes. They matched the installed version and asked for its exchange event log. No cause confirmed yet.

That's enough to make the next question specific: where does that captured exchange stop in their sequence? Keep the intermittent case with them even if a later tray works normally.