It starts after the arm has stopped. I can see the sleeve, but the display isn't readable. I have no exact message for that occurrence.

Send the installed software and program references now. Ask support which event export they need, then match the next capture to its timestamp and active step.

What's the operator's account of the few seconds before your clip, Jane? Doesn't need to be a diagnosis. On shift I'd want their own description beside the files, especially if the stop followed a tray change or manual intervention.

The operator says it happened during the normal unloading sequence, with no recent manual intervention they recall. I've added that as recollection and requested the export instructions. Configuration references have gone to support.

Keep normal sequence as context, not proof that every earlier stop was the same event.

Did support say which additional information was missing, beyond asking for details?

They've now named the log export and asked for the active step and fixture state from the same occurrence. We haven't captured another stop yet, so those are still outstanding.

Give that request to the person who will actually be there, then agree who forwards the material. Otherwise it sits in your email while the shift sees another pause and assumes support already has enough video.

Preserve the physical observation as well as commanded fixture state. The command can be present while the condition it requests remains unconfirmed.

We have a matched capture now. The screen identifies a waiting step, and support has asked our controls owner to compare its expected fixture feedback. That doesn't yet establish which part of the system is responsible.

Exactly. A named wait gives you a question to investigate, not a failed component to order.

Thanks, Theo; the shift handoff meant the log and physical view arrived together this time. Controls is still preparing the comparison. I've left the older clip unclassified rather than giving it the new wait label.

Has the seller's ticket description been updated too? The first diagnosis can linger in its title.