What should accompany this UR5e fixture-loading video?

The operator saved a photo from one pause: waiting for nest available. The video is from another occurrence. I have told support they may not be the same issue

Was that nest empty?

According to the operator, yes. No clear image of it. We are collecting the nest view with the screen next time

Which program revision are they looking at?

Can the operator send that photo directly, rather than waiting for you to appear? My own support report improved once we stopped filming everything except the display.

Yes, shift technician is collecting it. Support has our current revision now, confirmed against the installed backup. They had initially referred to an older message name

That would make for an unhelpful conversation. Glad you checked.

Ask them which input or combination of conditions controls nest available in that revision. Then maintenance can compare the displayed state with the empty nest at the same occurrence. I would avoid a sensor replacement until those details are known.

Requested. No replacement parts ordered. Thanks for making the question concrete; my original report was basically please explain this stationary arm

Our shift got into a habit of closing messages before anyone read them. The helpful change was a tiny card beside the screen with photo, time, what the station was doing. People actually used that. The full troubleshooting document remained beautifully unread.

Thomas, have you caught another pause with both views?

Yes. Empty nest, occupied input shown. Maintenance is investigating with the integrator. That is enough to narrow this occurrence, though the old video still has no matching screen information

Keep that older occurrence unclassified for now.

Did the seller explain who handles the package-level problem if the ordinary I/O mapping is wrong: their support person or your integrator?

Integrator owns the local check, with the seller supplying the original interface details. One ticket contact at our end. Cause still open; we have not yet established why occupied remained indicated

Please keep the final finding with that message and program revision. The next technician will otherwise inherit the same vague grip-fault description you started with.