Machine identity
Send the year if known, make, full model, complete serial number, engine hours and current machine location. Photograph the serial tag when possible.
Symptom and sequence
Describe what the machine does, what it should do, when the problem began, whether it is constant or intermittent and what happened immediately beforehand.
Avoid erasing the evidence
Do not clear codes, disconnect batteries or replace multiple components simply to see what happens unless the service team asks. Stored faults, freeze-frame information, failed-part position and the order of events can materially shorten diagnosis.
State the operating constraint
Tell the team whether the machine can move, steer, lift, travel or load safely; whether it is blocking other equipment; and when it must return to work. That helps determine whether shop transport, field service or a parts-first response is practical.
Useful evidence
Preserve information instead of clearing it.
- Active and stored fault codes
- Dash or monitor photos
- Clear photos of leaks or damage
- Fluid levels and recent service
- Tests already performed
- Whether the machine can move and load safely