another stopped-arm video, still no diagnosis

Application log says waiting unload permission. Operator notes no visible controller message. The video just shows the arm holding position, which now seems a fairly obvious limitation.

What provides unload permission in this package?

I do not know. The supplied job diagram has an arrow with that name, no signal source. Asked the seller to explain it.

Include the application version with that question so they can identify the installed logic rather than answer from a different release.

We had 'permission' calculated from three conditions. The screen showed only the combined result. Once we could see which condition was missing, the ticket got much shorter.

Seller says ours also combines conditions from the machine interface. They sent the list. None of those values is in the log I originally supplied.

Ask which existing diagnostic view can capture those values together at the wait, including any indication of how recently they were updated.

Who wrote that application? Get the question to them. You can spend a month teaching the sales contact to relay each sentence while the person who knows the logic sits somewhere else.

The seller has named their application engineer now. Direct technical contact arranged through the ticket. I should have pushed for that earlier.

Are the machine and application records on the same clock? I would state any uncertainty before combining them into one timeline.

Do you know that, Thomas?

No. I am sending the separate originals and pointing that out. There are local sequence numbers, but I do not know whether they refer to the same operation.

Then retain those numbers as recorded and ask the engineer how they relate; matching similar-looking values by hand could create a misleading sequence.

Did they give you a capture method for the combined conditions yet? That sounds like the bit still missing from the next useful report.

Yes. Maintenance used it on the next occurrence and sent the result. One permission input was stale in the application view. Engineer is comparing that with the machine-side record.

Make sure the shift covering tonight has the ticket link and knows who is investigating. Otherwise somebody will see 'waiting permission' and start this whole support conversation again from their phone.

Handover updated. The engineer has enough to investigate now, but we have no repair yet. I will post the result when we have one.

Please include how the proposed repair is checked against the original occurrence; that will help readers understand whether it addresses the same wait.