Our Alibaba-bought UR5e package stops intermittently unloading aluminum spacer blocks. Seller wants more after a phone video. Ticket open 47 days. What would turn that into a specific diagnostic request?
Ask what they cannot determine from the clip, and send the known occurrence time, active step and readable message if retained. Identify the actual fixture and program revision too. A stationary arm alone leaves too many possible reasons for the same-looking pause.
And ask who will assess the extra material. Sorry, I mean a technical owner who can name the next question, not another sales contact promising to forward it. Forty-seven days is a lot of forwarding.
Keep the two candidates separate until you can link one to the filmed occurrence. Check each record's time source and the preceding action, not just similar-looking times. Support can tell you which observations would distinguish them on a later normal supervised run.
That narrows the records, but it doesn't prove the remaining event is the one in the video. Has support accepted that uncertainty and given the shift a focused capture request?
New supervised occurrence captured. Displayed step waits for destination confirmation while the spacer remains held. Controls is reviewing the recorded input history with support.
That is a useful occurrence to investigate. It establishes the named wait and observed held block, not whether the destination device or its signal path is faulty. Keep the old unmatched clip separate from this new evidence.