FR10 housing stop video starts after the useful part

Our FR10 fixture-loading ticket has spent 23 days coming back for more information. I supplied the installed job and fixture identity, but the video begins with the rigid housing already waiting and the operator explaining that it has stopped. Support wants the preceding condition, which is reasonable, except nobody has named the condition or said whether our existing recording contains it. I can arrange a better capture with our integrator; I cannot keep asking an operator to film the same stationary housing and hope a different person likes it.