what belongs beside our stopped FR5 sleeve video?

Sleeve in the fixture and tool clear of it, but the screen is out of frame; our note just says return fault

Ask who wrote return fault and whether it was a displayed message or their description. That wording could send the support person down the wrong path.

Operator's description, I asked them; no actual fault text was copied

Can your controls person identify the active step and what confirmation it waits for? A stopped pose doesn't tell the seller which condition is missing

They can collect the sequence step and matching input states, and have asked support which trace interval they need around the occurrence

Send the program and fixture references with that capture too. Support may be reading a different sequence from the one the operator ran.

Found a mismatch there: ticket attachment is program B, station is C; maintainer is packaging the current export with the new capture request

Has the seller confirmed they will investigate C now, Emma?

And who collects it on the other shift? Otherwise you'll get the right file and another video without a screen

Henry, seller acknowledges C and has named the trace they need; Beth, both shift technicians have the capture note, no new matched occurrence collected yet

Keep the older video labelled with its limitations rather than attaching it as the new occurrence. Someone looking at the ticket later will need to know why those items don't form one complete event.