Our operator filmed a connector-unloading stop, then told me he'd pressed reset before starting the video because he wanted the message out of the way. I understand why, but support now has a clip of a quiet machine and no original message.
The unnamed seller we used through Alibaba wants more detail. We still have the station history, and I'd rather recover something useful from that than ask the operator to recreate the fault.
Start with the occurrence time and the saved station events around it. The video may still help show where the connector and tray were, but it cannot recover the message that was cleared.
The operator's notebook gives a time and says 'third tray'. Station history has two stops nearby, one before the break and one after. I've stopped calling either one the video event until we match them.
Different operator after the break. She remembers an empty receiving pocket on her stop; the video has a connector in that pocket. That helps separate the stories, though not enough to match the first event by itself.
Keep those as two accounts. Support could chase the wrong receiving condition if the empty-pocket note gets paired with your occupied-pocket video. Is the original file's recording time available?
Original file is on the phone. Its time puts it before the break, but we haven't compared the phone clock with the station clock. The technician will do that before selecting the event history.
That should narrow it. Preserve the original times and show any clock difference separately; don't edit one source to look matched and lose the reason you chose that occurrence.